Intelligent speech-enabled scripting

ABSTRACT

A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.

TECHNICAL FIELD

The present disclosure relates, in general, to the field of informationcollection systems and more particularly to a system and method forintelligent speech-enabled scripting.

BACKGROUND

Call centers are designed to connect callers to agents or other companyrepresentatives for a variety of purposes. Systems have been developedto facilitate the handling of incoming calls to a call center. Thesesystems, however, suffer from significant deficiencies. As one example,existing systems are complex and not well integrated. These systemstypically require multiple, separate appliances, each of which providesa separate functionality. For example, a call center may be required todeploy one appliance to facilitate an interactive voice response (IVR)system, another device to coordinate and control agent-based callhandling, and still other devices to provide other functionalities tothe call center. Configuring this assortment of devices to workeffectively together is challenging. Thus, there is need for an improvedsystem that alleviates the complexity and burdens associated withemploying a disparate assortment of devices.

As another example, existing systems fail to adequately address a keyissue facing call centers; namely, the variation in call loads overtime. The amount of traffic directed to a call center ebbs and flows.During non-peak times, the number of incoming calls may be relativelystable. At peak times, however, the number of incoming calls mayincrease dramatically. While existing systems may be able to effectivelyhandle calls received during non-peak times, their efficacy diminishesas the load on the call center increases. When the load on the systemexceeds capacity, existing systems may place incoming calls in a queue,where they are dealt with only after an uncertain (and oftenunacceptably long) period of time has passed. Thus, there is a furtherneed for an improved system of managing call loads at a call center.

As still another example, existing systems fail to provide adequatesecurity measures to ensure that sensitive information conveyed during acall is safeguarded. The failure to adequately protect sensitiveinformation makes these systems attractive targets for malicious actorsthat may attempt to gain access to the sensitive information, andpotentially exposes the call center operator to liability. Additionally,existing systems often make sensitive data available to an agent, whichcreates another potential security risk. Thus, there is a further needfor an improved system that reduces or eliminates these security risks.

SUMMARY

To address the foregoing problems with existing approaches, disclosed isa system. The system comprises an applications server configured tocommunicatively couple to a softswitch, a resource server comprising aspeech-recognition engine, and a database. The applications server isconfigured to receive, from the softswitch, an indication that a callfrom a calling party directed to a called number was received. Theapplications server is configured to determine, in response to theindication that the call was received, whether to route the call to anavailable agent or to a speech-enabled intelligent script associatedwith one of the called number or the calling party. The applicationsserver is configured to instruct the softswitch to route the call to thespeech-enabled intelligent script in response to a determination toroute the call to the speech-enabled intelligent script, thespeech-enabled intelligent script configured to guide a user on the callthrough the speech-enabled intelligent script using one or more ofpre-recorded prompts, voice menus, and text-to-speech prompts. Theapplications server is configured to instruct the softswitch to routethe call to the available agent in response to a determination to routethe call to the available agent.

In certain embodiments, the applications server may be configured todetermine whether to route the call to the available agent or to thespeech-enabled intelligent script based on whether an agent is availableto answer the call. The applications server may be configured toinstruct the softswitch to route the call to the speech-enabledintelligent script in response to a determination that the agent is notavailable to answer the call. The applications server may be configuredto instruct the softswitch to route the call to the available agent inresponse to a determination that the agent is available to answer thecall.

In certain embodiments, the applications server may be configured toobtain, using the speech recognition engine of the resource server, oneor more of selections and data inputs from the user in response to theone or more of pre-recorded prompts, voice menus, and text-to-speechprompts of the speech-enabled intelligent script. The applicationsserver may be configured to monitor a progress of the user through thespeech-enabled intelligent script.

In certain embodiments, the applications server may be configured toobtain information associated with the user from the database. Theapplications server may be configured to dynamically generate at leastone text-to-speech prompt of the speech-enabled intelligent script basedon the obtained information associated with the user. The applicationsserver may be configured to obtain at least one of the one or more ofselections and data inputs from the user in response to the dynamicallygenerated at least one text-to-speech prompt.

In certain embodiments, the applications server may be configured tostore the obtained one or more selections and data inputs from the userin the database.

In certain embodiments, the applications server may be configured tomonitor an availability of one or more agents while the user isinteracting with the speech-enabled intelligent script. The applicationsserver may be configured to determine that an agent is now available toanswer the call. The applications server may be configured to instructthe softswitch to transfer the call to the agent that is now availableto answer the call. The applications server may be configured to sendthe one or more of selections and data inputs obtained from the user andan indication of the progress of the user through the speech-enabledintelligent script to the agent that is now available to answer thecall.

In certain embodiments, the applications server may be configured tocommunicatively couple to a graphical user interface. The applicationsserver may be configured to display, on the graphical user interface, avisual representation of the speech-enabled intelligent script and anindication of the progress of the user through the speech enabledscript. In certain embodiments, the applications server may beconfigured to determine, based on the one or more selections and datainputs obtained from the user, a measurement of user satisfaction. Theapplications server may be configured to display, on the graphical userinterface, a visual indication of the measurement of user satisfaction.

In certain embodiments, the applications server may be configured todetermine that the user is to provide protected information. Theapplications server may be configured to instruct the softswitch toroute the call from the available agent to the speech-enabledintelligent script in response to the determination that the user is toprovide protected information. In certain embodiments, the applicationsserver may be configured to obtain the protected information from theuser in response to the one or more of pre-recorded prompts, voicemenus, and text-to-speech prompts of the speech-enabled intelligentscript. The applications server may be configured to store the obtainedprotected information in the database. The applications server may beconfigured to mask the obtained protected information such that itcannot be viewed by the available agent. The applications server may beconfigured to instruct the softswitch to route the call from thespeech-enabled intelligent script back to the available agent afterobtaining the protected information.

In certain embodiments, the applications server may be configured todetermine whether to route the call to the available agent or to thespeech-enabled intelligent script based on information associated withone or more previous calls made by the user.

Also disclosed is a method. The method comprises receiving an indicationthat a call from a calling party directed to a called number wasreceived. The method comprises determining, in response to theindication that the call was received, whether to route the call to anavailable agent or to a speech-enabled intelligent script associatedwith one of the called number or the calling party. The method comprisesrouting the call, based on the determination, to either the availableagent or the speech-enabled intelligent script, the speech-enabledintelligent script configured to guide a user on the call through thespeech-enabled intelligent script using one or more of pre-recordedprompts, voice menus, and text-to-speech prompts.

In certain embodiments, determining whether to route the call to theavailable agent or to the speech-enabled intelligent script may comprisedetermining whether an agent is available to answer the call. Routingthe call based on the determination may comprise routing the call basedon the determination of whether an agent is available to answer thecall.

In certain embodiments, the method may comprise routing the call to thespeech-enabled intelligent script in response to a determination thatthe agent is not available to answer the call. The method may compriseobtaining one or more of selections and data inputs from the user inresponse to the one or more of pre-recorded prompts, voice menus, andtext-to-speech prompts of the speech-enabled intelligent script. Themethod may comprise monitoring a progress of the user through thespeech-enabled intelligent script.

In certain embodiments, the method may comprise obtaining informationassociated with the user from a database. The method may comprisedynamically generating at least one text-to-speech prompt of thespeech-enabled intelligent script based on the obtained informationassociated with the user. In certain embodiments, at least one of theone or more of selections and data inputs from the user may be obtainedin response to the dynamically generated at least one text-to-speechprompt.

In certain embodiments, the method may comprise storing the obtained oneor more selections and data inputs from the user in a databasecommunicatively coupled to the applications server.

In certain embodiments, the method may comprise monitoring anavailability of one or more agents while the user is interacting withthe speech-enabled intelligent script. The method may comprisedetermining that an agent is now available to answer the call. Themethod may comprise routing the call to an agent that is now availableto answer the call. The method may comprise sending the one or more ofselections and data inputs obtained from the user and an indication ofthe progress of the user through the speech-enabled intelligent scriptto the agent that is now available to answer the call.

In certain embodiments, the method may comprise routing the call to theavailable agent in response to a determination that the agent isavailable to answer the call. The method may comprise determining thatthe user is to provide protected information. The method may compriserouting the call from the available agent to the speech-enabledintelligent script in response to a determination that the user is toprovide protected information.

In certain embodiments, the method may comprise obtaining the protectedinformation from the user in response to the one or more of pre-recordedprompts, voice menus, and text-to-speech prompts of the speech-enabledintelligent script. The method may comprise storing the obtainedprotected information in a database communicatively coupled to theapplications server. The method may comprise routing the call from thespeech-enabled intelligent script back to the available agent afterobtaining the protected information. The method may comprise masking theobtained protected information such that it cannot be viewed by theavailable agent.

Also disclosed is a method. The method comprises receiving an indicationthat a call from a calling party directed to a called number wasreceived. The method comprises determining, in response to theindication that the call was received, that an agent is available toanswer the call. The method comprises routing the call to the availableagent in response to the determination that an agent is available toanswer the call. The method comprises determining that the calling partyis to provide protected information. The method comprises routing thecall from the available agent to a speech-enabled intelligent scriptassociated with the called number in response to the determination thatthe calling party is to provide protected information, thespeech-enabled intelligent script configured to guide the calling partythrough the speech-enabled intelligent script using one or more ofpre-recorded prompts, voice menus, and text-to-speech prompts.

In certain embodiments, the method may comprise obtaining the protectedinformation from the calling party in response to the one or more ofpre-recorded prompts, voice menus, and text-to-speech prompts of thespeech-enabled intelligent script. The method may comprise routing thecall from the speech-enabled intelligent script associated with thecalled number back to the available agent after obtaining the protectedinformation. The method may comprise masking the obtained protectedinformation such that it cannot be viewed by the available agent.

In certain embodiments, the method may comprise storing informationassociated with the calling party in a database. The method may comprisedynamically generating at least one text-to-speech prompt of thespeech-enabled intelligent script based on the obtained informationassociated with the calling party.

Certain embodiments of the present disclosure may provide one or moretechnical advantages. As one example, certain embodiments mayadvantageously provide a system that alleviates the complexity andburdens associated with employing a disparate assortment of devices. Asanother example, certain embodiments may advantageously improve callcenter operation during peak load times by routing calls tospeech-enabled intelligent scripts. As still another example, certainembodiments may advantageously reduce or eliminate the security risksassociated with existing approaches. Other advantages will be apparentto a person of ordinary skill in the art. Certain embodiments maycontain some, none, or all of the above-described technical advantages.

BRIEF DESCRIPTION OF THE DRAWINGS

For a more complete understanding of the disclosed embodiments and theirfeatures and advantages, reference is now made to the followingdescription, taken in conjunction with the accompanying drawings, inwhich:

FIG. 1 is a block diagram of an example communication system, inaccordance with certain embodiments;

FIG. 2 is a flow diagram of an exemplary process for handling a callusing speech-enabled intelligent scripting, in accordance with certainembodiments;

FIG. 3 is a flow diagram of another exemplary process for handling acall using speech-enabled intelligent scripting, in accordance withcertain embodiments;

FIG. 4 is a flow diagram of another exemplary process for handling acall using speech-enabled intelligent scripting, in accordance withcertain embodiments;

FIG. 5 is a flowchart of a method, in accordance with certainembodiments; and

FIG. 6 is a flowchart of a method, in accordance with certainembodiments.

DETAILED DESCRIPTION

As described above, systems have been developed to facilitate thehandling of incoming calls to a call center. These systems, however,suffer from a number of significant deficiencies. First, existingsystems are complex and not well integrated, as they typically requiremultiple, separate appliances, each of which provides a separatefunctionality. Configuring such a disparate assortment of devices towork effectively together is challenging. Second, existing approachesfail to adequately address the variation in call loads that occur overtime at a call center. At peak times, the ability of existing approachesto effectively handle calls diminishes as the load on the call centerincreases. Finally, existing systems fail to provide adequate securitymeasures to ensure that sensitive information conveyed during a call issafeguarded.

The present disclosure contemplates various embodiments that may addressthese and other deficiencies associated with existing approaches.According to one example embodiment, a system is disclosed. The systemcomprises an applications server. The applications server is configuredto communicatively couple to a softswitch, a resource server comprisinga speech-recognition engine, and a database. The applications server isconfigured to receive, from the softswitch, an indication that a callfrom a calling party directed to a called number was received. Theapplications server is configured to determine, in response to theindication that the call was received, whether to route the call to anavailable agent or to a speech-enabled intelligent script associatedwith one of the called number or the calling party. The applicationsserver is configured to instruct the softswitch to route the call to thespeech-enabled intelligent script in response to a determination toroute the call to the speech-enabled intelligent script. Thespeech-enabled intelligent script is configured to guide a user on thecall through the speech-enabled intelligent script using one or more ofpre-recorded prompts, voice menus, and text-to-speech prompts. Theapplications server is configured to instruct the softswitch to routethe call to the available agent in response to a determination to routethe call to the available agent.

In certain embodiments, the applications server may be configured todetermine whether to route the call to the available agent or to thespeech-enabled intelligent script based on whether an agent is availableto answer the call. The applications server may be configured toinstruct the softswitch to route the call to the speech-enabledintelligent script in response to a determination that the agent is notavailable to answer the call. The applications server may be configuredto instruct the softswitch to route the call to the available agent inresponse to a determination that the agent is available to answer thecall.

In certain embodiments, the applications server may be configured toobtain, using the speech recognition engine of the resource server, oneor more of selections and data inputs from the user in response to theone or more of pre-recorded prompts, voice menus, and text-to-speechprompts of the speech-enabled intelligent script. The applicationsserver may be configured to monitor a progress of the user through thespeech-enabled intelligent script.

In certain embodiments, the applications server may be configured toobtain information associated with the user from the database. Theapplications server may be configured to dynamically generate at leastone text-to-speech prompt of the speech-enabled intelligent script basedon the obtained information associated with the user. The applicationsserver may be configured to obtain at least one of the one or more ofselections and data inputs from the user in response to the dynamicallygenerated at least one text-to-speech prompt.

In certain embodiments, the applications server may be configured tomonitor an availability of one or more agents while the user isinteracting with the speech-enabled intelligent script. The applicationsserver may be configured to determine that an agent is now available toanswer the call. The applications server may be configured to instructthe softswitch to transfer the call to the agent that is now availableto answer the call. The applications server may be configured to sendthe one or more of selections and data inputs obtained from the user andan indication of the progress of the user through the speech-enabledintelligent script to the agent that is now available to answer thecall.

According to another example embodiment, a method is disclosed. Themethod comprises receiving an indication that a call from a callingparty directed to a called number was received. The method comprisesdetermining, in response to the indication that the call was received,whether to route the call to an available agent or to a speech-enabledintelligent script associated with one of the called number or thecalling party. The method comprises routing the call, based on thedetermination, to either the available agent or the speech-enabledintelligent script, the speech-enabled intelligent script configured toguide a user on the call through the speech-enabled intelligent scriptusing one or more of pre-recorded prompts, voice menus, andtext-to-speech prompts.

In certain embodiments, determining whether to route the call to theavailable agent or to the speech-enabled intelligent script may comprisedetermining whether an agent is available to answer the call. Routingthe call based on the determination may comprise routing the call basedon the determination of whether an agent is available to answer thecall.

In certain embodiments, the method may comprise routing the call to thespeech-enabled intelligent script in response to a determination thatthe agent is not available to answer the call. The method may compriseobtaining one or more of selections and data inputs from the user inresponse to the one or more of pre-recorded prompts, voice menus, andtext-to-speech prompts of the speech-enabled intelligent script. Themethod may comprise monitoring a progress of the user through thespeech-enabled intelligent script.

In certain embodiments, the method may comprise obtaining informationassociated with the user from a database. The method may comprisedynamically generating at least one text-to-speech prompt of thespeech-enabled intelligent script based on the obtained informationassociated with the user. In certain embodiments, at least one of theone or more of selections and data inputs from the user may be obtainedin response to the dynamically generated at least one text-to-speechprompt.

In certain embodiments, the method may comprise monitoring anavailability of one or more agents while the user is interacting withthe speech-enabled intelligent script. The method may comprisedetermining that an agent is now available to answer the call. Themethod may comprise routing the call to an agent that is now availableto answer the call. The method may comprise sending the one or more ofselections and data inputs obtained from the user and an indication ofthe progress of the user through the speech-enabled intelligent scriptto the agent that is now available to answer the call.

According to another example embodiment, a method is disclosed. Themethod comprises receiving an indication that a call from a callingparty directed to a called number was received. The method comprisesdetermining, in response to the indication that the call was received,that an agent is available to answer the call. The method comprisesrouting the call to the available agent in response to the determinationthat an agent is available to answer the call. The method comprisesdetermining that the calling party is to provide protected information.The method comprises routing the call from the available agent to aspeech-enabled intelligent script associated with the called number inresponse to the determination that the calling party is to provideprotected information, the speech-enabled intelligent script configuredto guide the calling party through the speech-enabled intelligent scriptusing one or more of pre-recorded prompts, voice menus, andtext-to-speech prompts.

In certain embodiments, the method may comprise obtaining the protectedinformation from the calling party in response to the one or more ofpre-recorded prompts, voice menus, and text-to-speech prompts of thespeech-enabled intelligent script. The method may comprise routing thecall from the speech-enabled intelligent script associated with thecalled number back to the available agent after obtaining the protectedinformation. The method may comprise masking the obtained protectedinformation such that it cannot be viewed by the available agent.

In certain embodiments, the method may comprise storing informationassociated with the calling party in a database. The method may comprisedynamically generating at least one text-to-speech prompt of thespeech-enabled intelligent script based on the obtained informationassociated with the calling party.

Certain embodiments of the present disclosure may provide one or moretechnical advantages. As one example, certain embodiments mayadvantageously provide a unified system (e.g., a service platform) thatalleviates the complexity and burdens associated with employing adisparate assortment of devices. As another example, certain embodimentsmay advantageously improve call center operation during peak load timesby routing calls to speech-enabled intelligent scripts. As still anotherexample, certain embodiments may advantageously reduce or eliminate thesecurity risks associated with existing approaches. Other advantageswill be apparent to a person of ordinary skill in the art. Certainembodiments may contain some, none, or all of the above-describedadvantages.

FIG. 1 is a block diagram of an example communication system 100, inaccordance with certain embodiments. More particularly, FIG. 1illustrates communication system 100 comprising one or more clients 102a-102 n, a service platform 106, and one or more operator stations 108a-108 n. Although FIG. 1 illustrates one example of communication system100, it should be understood that this is for purposes of example onlyand the present disclosure is not limited to the example communicationssystem of FIG. 1. Rather, the present disclosure contemplates that otherembodiments of system 100 may be used without departing from the scopeof the present disclosure.

In the example embodiment of FIG. 1, clients 102 a-102 n are coupled tonetwork 104 through communications link 110. As used throughout thisdocument, the term “couple” and/or “coupled” refers to any direct orindirect communication between two or more elements, whether or notthose elements are in physical contact with one another. Each client 102may include any computing and/or communication device capable ofenabling the communication of information to or from one or more ofservice platform 106 and operator stations 108 over network 104. In someembodiments, clients 102 a-102 n enable a user of system 100 (e.g., acalling party or a called party) to communicate and/or receive data toand/or from service platform 106 and/or operator stations 108. Eachclient 102 may include, for example, a telephone, a wireless device, avoice over Internet Protocol (IP) device, a desktop computer, a laptopcomputer, a personal digital assistant (PDA), a workstation, a mainframecomputer, a mini-frame computer, a web server, or any other computingand/or communicating device.

Service platform 106 receives and/or communicates data (e.g., from or toclients 102 a-102 n and/or operator stations 108) through network 104coupled to service platform 106. In this example, service platform 106couples to network 104 through communications link 116. In certainembodiments, service platform 106 operates to collect, store, and/orcommunicate data to and/or from network 104. Network 104 may compriseany wireless network, wireline network, or combination of wireless andwireline networks capable of supporting communication between networkelements using ground-based and/or space-based components. For example,network 104 may comprise a data network, a public switched telephonenetwork (PSTN), an integrated services digital network (ISDN), a localarea network (LAN), a wide area network (WAN), a metropolitan areanetwork (MAN), all or a portion of the global computer network known asthe Internet, and/or other communication systems or combination ofcommunication systems at one or more locations. In certain embodiments,service platform 106 may be configured to integrate with, for example,telephone carriers and private branch exchange (PBX) equipment toprovide a stand-alone, fully functional call center environment. In somecases, the carrier and PBX integration may be established using aSession Initiation Protocol (SIP) trunk integration method.

Service platform 106 may comprise any suitable combination of hardware,software, and/or firmware. In certain embodiments, service platform 106may comprise any device or combination of devices that may include oneor more software and/or firmware modules. In the example embodiment ofFIG. 1, service platform 106 includes an applications server 120, asoftswitch server 122, a resource server 124, a database server 126, anda web server 128. Although FIG. 1 illustrates a particular arrangementof elements of service platform 106, it should be understood that thepresent disclosure is not limited to the precise arrangement of theexample embodiment of FIG. 1. For example, although FIG. 1 illustratesan example embodiment in which applications server 120, softswitchserver 122, resource server 124, database server 16, and web server 128are incorporated into a single device, the present disclosure is notlimited to this example embodiment. In certain embodiments, the elementsof service platform 106 may be distributed. In certain embodiments,service platform 106 may contain fewer components than those illustratedin the example embodiment of FIG. 1. Additionally, in certainembodiments service platform 106 may contain any suitable additionalcomponents that may provide one or more of the functionalities describedherein and/or additional functionality of service platform 106.

In certain embodiments, one or more of applications server 120,softswitch server 122, resource server 124, database server 126, and webserver 128 may run on dedicated servers. In other embodiments, one ormore of applications server 120, softswitch server 122, resource server124, database server 126, and web server 128 may run in a virtual serverenvironment. Running applications server 120, softswitch server 122,resource server 124, database server 126, and web server 128 in avirtual server deployment may advantageously reduce the number ofservers needed and provide greater flexibility in terms of redundancyand ease of deployment.

Applications server 120 may house one or more applications used byservice platform 106. As one example, in certain embodimentsapplications server 120 may provide a full suite of call center andenterprise applications. For example, applications server 120 mayprovide for automated call distribution (ACD), such as skills-basedrouting ACD. This may advantageously enable service platform 106 toprovide for functionality such as priority call routing, overflow,integral voice processing, reporting, and server-based PBX integration.In certain embodiments, applications server 120 may determine howincoming and/or outgoing calls should be routed, and provideinstructions to softswitch server 122 to route calls in a particularmanner.

As another example, applications server 120 may provide speech-enabledintelligent scripting functionality. An intelligent script guides usersthrough call completion steps, work flow steps, and messaging steps.Intelligent scripts can be built for call center agents, operators, andweb and mobile users. Similarly, intelligent scripts guide call centeragents through call completion steps. In certain embodiments, anintelligent script presents the appropriate options for each call typean agent handles, eliminating errors and reducing training time. Oneexemplary use of intelligent scripts is healthcare code calls. Callscripts guide agents through the specific requirements for code calls,eliminating errors, ensuring the codes are completed quickly, andself-documenting all steps taken to complete each code call.

Intelligent scripts may contain any number of elements, actions, andscreens. In certain embodiments, a script designer enables anadministrator (e.g., a call center administrator) to create any numberof intelligent scripts. Each script may have a unique flow to presentthe elements, actions, and screens in the preferred order for eachscenario. Branching and decision trees may be available within thescripts to customize the flow of elements based on selections,date/time, or data. In one particular non-limiting example, a script cancomprise a series of queries requesting information and/or data from auser (e.g., a caller) of service platform 106. In some cases,intelligent scripts may include, for example, an HTML-based script, anXML-based script, a JSON-based script, or a combination of these orother scripting formats. Intelligent scripts may comprise, for example,software, firmware, code, portions of code, data compilations, and/or acombination of these or any other type of data.

Speech-enabled intelligent scripts enable users (e.g., a user of aclient 102) to interact with intelligent scripts without agentinvolvement. Phone users are guided through scripts using pre-recordedprompts, voice menus, and text-to-speech menus. Phone users makeselections and input data (e.g., using Dual Tone-Multi Frequency (DTMF)entry or speech recognition entry). In certain embodiments, the entireintelligent script may be speech-enabled. In certain embodiments, thescript designer may enable the administrator to choose which entries areto be speech-enabled. In certain embodiments, the speech-enabledintelligent script (or a section thereof) may include prompts and/orquestions similar to those in the intelligent script provided to theagent had one been available. In certain embodiments, the elementsand/or actions of the speech-enabled intelligent script may be the sameas the intelligent script provided to the agent. In some cases, thescript prompts and/or questions may be pre-configured. In other cases,the script prompts and/or questions may change dynamically based onprevious call interactions.

As described in more detail below, speech-enabling intelligent scriptscreates an opportunity to have a single script that presentsspeech-enabled input for a portion of the script, and screen-enabledinput for another portion of the script. For example, in certainembodiments portions of an intelligent script that prompt a user forprotected information may be speech-enabled. This may advantageouslyimprove security of protected information by making that informationunavailable to an agent. The logic for choosing which type of entry isappropriate for each portion of the script is contained within thescript and may be configurable using the script designer tool. Incertain embodiments, the speech-enabled intelligent script and theintelligent script executed by host 112 are generated from a commonscript stored in a memory accessible to the elements of service platform106 (e.g., applications server 120) and operator stations 108 (e.g., indatabase server 126).

As another example, applications server 120 may provide various voiceservices (alone or in combination with, for example, one or more ofsoftswitch server 122 and resource server 124). For instance,applications server 120 may provide call center functions such asplaying greetings to callers with multi-level navigation menus, playingautomated call queuing announcements, playing automated agent greetings,automated call recording and playback, and other suitable functions. Incertain embodiments, applications server 120 may provide for automatedoutbound phone calls (e.g., calls to one or more of clients 102) withmessages played using integrated text-to-speech.

Other examples of services that service platform 106 provides mayinclude (but are not limited to): call routing; call monitoring;database driven scripted messages (including intelligent speech-enabledscripts described above); call recording; directory services; status,event, on-call, and workforce scheduling tools; and event-drivenstatistical and analytical reporting for console operators as well asenterprise web users.

It should be appreciated that although certain functions of applicationsserver 120 have been described above (and will be further described inmore detail below), these functions are described for purposes ofexample only. The present disclosure is not limited to the exampleembodiments described herein. In practice, applications server 120 mayprovide only a subset of the above-described functions, and in somecases applications server 120 may provide other suitable functionalityfor service platform 106.

Softswitch server 122 is coupled to applications server 120 and resourceserver 124. Softswitch server 122 may house the switching components ofservice platform 106. For example, softswitch server 122 may include asoftswitch. In certain embodiments, the softswitch may be a SIP-basedtelephony switch. The softswitch may receive inbound phone calls (e.g.,from clients 102) and send outgoing call requests (e.g., outbound callsfrom operator stations 108). The softswitch may provide telephonyservices to, for example, IP subscribers and traditional PSTNsubscribers, for example by supplying the trunking between the IP andPSTN networks. Softswitch server 122 may operate in tandem withapplications server 120, resource server 124, database server 126, andweb server 128 to provide voice processing and switching resources. Forexample, softswitch server 122 may provide one or more of intelligentcall routing, switch-based configurable call control, multi-lingualvoice processing resources, and other suitable functionality. In certainembodiments, softswitch 122 may stream audio to resource server 124 forprocessing (for example, using the speech recognition functionality ofresource server 124, described in more detail below).

Resource server 124 is coupled to applications server 120 and softswitchserver 122. Resource server 124 may operate in tandem with one or moreof applications server 120, softswitch server 122, database server 126,and web server 128 to provide voice processing resources for serviceplatform 106. For example, resource server 124 may provide a speechrecognition engine and voice resources for service platform 106.Resource server 124 may include an automatic speech recognition (ASR)engine capable of processing voice responses, natural languageprocessing, text-to-speech translations, and/or speech-to-texttranslations in connection with one or more voice-enabled functions ofservice platform 106. In certain embodiments, resource server 124 can beconfigured to use one or more customizable grammars to match spokenphrases to, for example, directory listings. Resource server 124 may beconfigured to receive audio from softswitch server 122 for processingusing the speech-recognition functionalities described above.

Database server 126 is coupled to applications server 120. Databaseserver 126 may store information utilized by one or more other elementsof service platform 106 (such as applications server 120, softswitchserver 122, resource server 124, and web server 128). For example,database server 126 may store one or more of speech-enabled intelligentscripts, intelligent scripts, scripts, prompts, information associatedwith a user (e.g., called or calling party), selections and data inputsfrom a user, and any other suitable information. In certain embodiments,database 126 may use an SQL server database engine for databasemanagement, storage, and retrieval. Database server 126 may includememory capable of storing one or more scripts (speech-enabledintelligent scripts, intelligent scripts, and scripts), data associatedwith a user's response or responses, information related to previousinteractions between a user and service platform 106 and/or a user andan agent, and/or any other suitable information. The memory may includeany hardware, software, firmware, or combination thereof operable tostore and facilitate retrieval of information. The memory may storeinformation using any of a variety of data structures, arrangements,and/or compilations. The memory may, for example, include a dynamicrandom access memory (DRAM), a static random access memory (SRAM), aNAND flash memory, or any other suitable volatile or nonvolatile storageand retrieval device or combination of devices.

Data stored in database 126 may be accessible by multiple components ofservice platform 106 and/or operator stations 108 (including, forexample, host 112 described in more detail below). For example, the datastored in database 126 may be accessible to one or more of applicationsserver 120, softswitch server 122, resource server 124, web server 128,and host 112. Storing data in a memory that is accessible to multipleelements of system 100 can prove advantageous when it is desired tosubsequently access and process this information. In certainembodiments, data stored in database server 126 can be used to populatea speech-enabled intelligent script, and intelligent script, and/or anyother type of script used by applications server 120 and/or an agentassociated with an operator station 108. Populating scripts with datastored in database 126 can help the intelligent speech-enabled scripts(or an agent using an intelligent scripts) to interact more efficientlywith a user of a client 102. For example, populating a speech-enabledintelligent script and/or a script used by a live agent with data fromdatabase 126 allows the intelligent speech-enabled script or the agentor operator to review the responses previously provided, which may allowthe agent to better assist the client.

Web server 128 provides the web services for service platform 106. Incertain embodiments, service platform 106 may include all or somesuitable combination of the servers described above, as well as(alternatively or in addition to) other elements configured to performdesired communicating and/or computing functionality.

Each of applications server 120, softswitch server 122, resource server124, database server 126, and web server 128 may comprise any suitablecombination of hardware, software, and firmware. In certain embodiments,one or more of applications server 120, softswitch server 122, resourceserver 124, database server 126, and web server 128 may includeprocessing circuitry, such as a combination of one or more of acontroller, microprocessor, microcontroller, central processing unit,digital signal processor, application-specific integrated circuit, fieldprogrammable gate array, or any other suitable computing device,resource, or combination of hardware, software, and/or encoded logicoperable to provide the functionality described herein. The processingcircuitry may execute instructions stored in device readable medium orin memory to provide the functionality described herein. Applicationsserver 120, softswitch server 122, resource server 124, database server126, and web server 128 may comprise any form of volatile ornon-volatile computer readable memory including, for example, persistentstorage, solid-state memory, remotely mounted memory, magnetic media,optical media, random access memory (RAM), read-only memory (ROM), massstorage media (for example, a hard disk), removable storage media (e.g.,a flash drive, a Compact Disk (CD) or a Digital Video Disk (DVD)),and/or any other volatile, non-transitory device readable and/orcomputer executable memory devices that store information, data, and/orinstructions that may be used by the processing circuitry. The memorymay store any suitable instructions, data or information, including acomputer program, software, an application including one or more oflogic, rules, code, tables, etc. and/or other instructions capable ofbeing executed by the processing circuitry to perform the variousfunctionalities described herein. The memory may store responses writtento memory by a script, such as an intelligent script or speech-enabledintelligent script. In some cases, the processing circuitry and devicereadable medium may be considered to be integrated.

In the example embodiment of FIG. 1, system 100 also includes aplurality of operator stations 108 a through 108 n. Operator stations108 a through 108 n are coupled to service platform 106 throughcommunications link 120. Additionally, in the example embodiment of FIG.1, operator stations 108 are capable of receiving, collecting, storing,and/or communicating data to and/or from network 104. In the exampleembodiment of FIG. 1, operator stations 108 a through 108 n are coupledto network 104 through communications links 118 a and 118 n,respectively. In certain embodiments, operator stations 108 a through108 n may also be coupled to service platform 106 via communicationslinks 118 a and 118 n, respectively, network 104, and communicationslink 116.

In certain embodiments, operator stations 108 a through 108 n may becomprised in a call center. For example, each operator station 108 maybe a live agent-based data collection system capable of collecting datafrom, for example, clients 102. Although operator station 108 is anagent-based system in the example embodiment of FIG. 1, the presentdisclosure contemplates that other suitable data collection system maybe used without departing from the scope of the present disclosure.

As used herein, the term agent should be interpreted broadly toencompass any individual that a user of a client 102 may be connectedto, whether as part of an incoming call from client 102 routed toservice platform 106 or as part of an outgoing call transmitted fromservice platform 106 to a user of client 102. As non-limiting examples,an agent may refer to an agent working in a call center (e.g., at one ofoperator stations 108), an employee of an organization associated withservice platform 106 and/or operator stations 108, a technician (thatmay or may not be working remotely from a call center), or any othersuitable person or entity. Although certain embodiments may describe anagent as an operator associated with an operator station 108 in a callcenter, the present disclosure is not limited to such an exampleembodiment. Rather, the various embodiments described herein may beapplied to other suitable scenarios, such as those in which operatorstations 108 do not make up a traditional call center (having aplurality of operator stations in one, centralized location). Forexample, in certain embodiments operator stations 108 may be distributedgeographically and may couple to service platform 106 and clients 102via one or more different networks.

Operator stations 108 may comprise any suitable computing and/orcommunicating device or combination of devices. In the exampleembodiment of FIG. 1, each operator station 108 includes a host 112 anda communication device 114. Communication device 114 enables an agent tocommunicate with client 102. Communication device 114 may comprise, forexample, a telephone, a wireless device, a voice over IP device, or anyother computing and/or communicating device or combination of devices.Although the example embodiment of FIG. 1 illustrates host 112 andcommunication device 114 as separate devices, one device that is capableof performing the desired functionality could be used without departingfrom the scope of the present disclosure.

Host 112 may comprise, for example, a desktop computer, a laptopcomputer, a server computer, a personal digital assistant, and/or anyother computing or communicating device or combination of devices. Incertain embodiments, host 112 may be connected to a PBX-based ACD or theACD of service platform 106. Host 112 may be configured to run software,such as a soft agent. The soft agent may, for example, include aSIP-based soft phone and switch-specific computer telephony integration(CTI) control of the agent state during call handling. The soft agentmay provide an interface to service platform 106, and in particular toapplications server 120 and softswitch server 122 of service platform106. Host 112 may include a graphical user interface (GUI) that enablesa live agent to collect, enter, process, store, retrieve, amend, and/ordispatch data during the interaction of operator station 108 with a userof client 102 (e.g., during a call). Host 112 may run console softwarethat provides, for example, IP-based call handling using the GUI and,for example, an input device (such as a mouse, keyboard, microphone, orother suitable input device).

Each host 112 may be capable of executing and/or displaying one or moreintelligent scripts and/or other types of scripts that at leastpartially contribute to the collection of data from the user of client102. As described above, an intelligent script may guide call centeragents through call completion steps. In certain embodiments, anintelligent script presents the appropriate options for each call typean agent handles, eliminating errors and reducing training time. Incertain embodiments, the intelligent scripts facilitate the presentationof one or more queries to collect data from one or more clients. Asdescribed above, intelligent scripts may contain any number of elements,actions, and screens. Each intelligent script has a unique flow topresent the elements, actions, and screens in the preferred order foreach scenario. Branching and decision trees are available within theintelligent scripts to customize the flow of elements based onselections, date/time, or data. In one particular non-limiting example,an intelligent script can comprise a series of queries requestinginformation and/or data from a user (e.g., a user of a client 102) ofservice platform 106. In some cases, intelligent scripts may include,for example, an HTML-based script, an XML-based script, a JSON-basedscript, or a combination of these or other scripting formats.

In the example embodiment of FIG. 1, system 100 includes at least afirst communications link 110, a second communications link 116, and athird communications link 118 each operable to facilitate thecommunication of data to and/or from network 104. In some embodiments,system 100 can include a fourth communications link 120 operable tofacilitate the communication of data between service platform 106 andoperator stations 108. Communications links 110, 116, 118, and 120 mayinclude any hardware, software, firmware, or combination thereof. Invarious embodiments, communications links 110, 116, 118, and 120 maycomprise communications media capable of assisting in the communicationof analog and/or digital signals. Communications links 110, 116, 118,and 120 may, for example, comprise a twisted-pair copper telephone line,a fiber optic line, a Digital Subscriber Line (DSL), a wireless link, aUSB bus, a PCI bus, an ethernet interface, or any other suitableinterface operable to assist in the communication of information.

In certain embodiments, in operation a user of client 102 initiates acall (e.g., dials the digits of a telephone number) using a computingand/or communication device, such as a telephone. The called number maybe associated with a call center, such as a call center comprisingoperator stations 108. The call is routed (e.g., via network 104 in theexample embodiment of FIG. 1) to service platform 106. In an alternativeembodiment, service platform 106 and/or operator station 108 caninitiate an outbound call to a user of client 102.

Applications server 122 is configured to receive an indication that acall from a calling party directed to a called number was received. Incertain embodiments, the indication that the call from the calling partydirected to a called number was received may be sent from softswitchserver 122. For example, an incoming call may be received at thesoftswitch of softswitch server 122. In response to receiving theincoming call, softswitch server 122 may send an indication toapplications server 122 that the call from the calling party directed tothe called number was received. As another example, softswitch server122 may initiate an outgoing call to a user (e.g., a user of a client102). When the user answers the call, softswitch server 122 may send anindication to applications server 122 that the call from the callingparty (e.g., an outbound dialer at the call center) to a called number(e.g., the telephone number of the user of the client 102) was received.

Applications server 122 is configured to determine, in response to theindication that the call was received, whether to route the call to anavailable agent or to a speech-enabled intelligent script associatedwith one of the called number or the calling party. Applications server122 is configured to instruct softswitch server 122 to route the call tothe speech-enabled intelligent script in response to a determination toroute the call to the speech-enabled intelligent script. As describedabove, the speech-enabled intelligent script is configured to guide auser on the call through the speech-enabled intelligent script using oneor more of pre-recorded prompts, voice menus, and text-to-speechprompts. Applications server 122 is configured to instruct softswitchserver 122 to route the call to the available agent in response to adetermination to route the call to the available agent.

Applications server 122 may be configured to determine whether to routethe call to an available agent or to a speech-enabled intelligent scriptin any suitable manner. As one example, in certain embodimentsapplications server 122 may be configured to determine whether to routethe call to an available agent or to a speech-enabled intelligent scriptbased on information associated with the user. The information mayinclude any suitable information, such as, for example, informationabout previous agent interactions, agent experience, call analytics,call duration, call disposition, user preferences, and any othersuitable information. In certain embodiments, the information may bestored in database server 126.

In certain embodiments, applications server 120 may be configured to useartificial intelligence functionality to determine whether to route thecall to an available agent or to a speech-enabled intelligent scriptbased on the information associated with the user. In doing so,applications server 120 may be configured to self-learn and adjust thelogic as calls are processed. Applications server 120 employingartificial intelligence functionality may be configured to use theinformation associated with the user to predict a preferred behavior forsubsequent calls. For example, in certain embodiments, if a user hasrecently spoken to specific agent, applications server 120 may beconfigured to attempt to route the call to that same agent. As anotherexample, in certain embodiments if a user has recently spoken to aspecific agent, and specified a negative experience in a survey,applications server 120 may be configured to attempt to find analternate agent.

As another example, in certain embodiments applications server 120 maybe configured to determine whether to route the call to the availableagent or to the speech-enabled intelligent script based on whether anagent is available to answer the call. Applications server 120 may beconfigured to instruct softswitch server 122 to route the call to theavailable agent in response to a determination that the agent isavailable to answer the call. If the call is routed to an availableagent (e.g., an agent at an operator station 108), the agent may gatherinformation from the user of a client 102. During the call, the agentcollects information from the user of client 102. The collectedinformation may be communicated (e.g., from host 112) throughcommunications link 120 to a memory accessible to service platform 106,such as at database server 126. In other embodiments, the data collectedby operator station 108 may be communicated to database server 126 ofservice platform 106 through network 104 or another suitablecommunication link. Storing the collected data in a common memory can beuseful in facilitating later retrieval and use of that data.

Applications server 120 may be configured to instruct softswitch server122 to route the call to the speech-enabled intelligent script inresponse to a determination that the agent is not available to answerthe call. In operation, applications server 120 may determine that noagent is available and instruct softswitch server 122 to route the callto the speech-enabled intelligent script. Routing the call to aspeech-enabled intelligent script may advantageously provide a methodfor handling of calls during peak times where an inadequate number ofagents are available to handle the increased call load at the callcenter. In certain embodiments, applications server 120 is configured toobtain, using resource server 124 (e.g., using the speech recognitionengine of resource server 124), one or more of selections and datainputs from the user in response to the one or more of pre-recordedprompts, voice menus, and text-to-speech prompts of the speech-enabledintelligent script.

In certain embodiments, applications server 120 is configured to obtaininformation associated with the user (e.g., a calling party) fromdatabase server 126. In certain embodiments, applications server 120 maybe configured to dynamically generate at least one text-to-speech promptof the speech-enabled intelligent script based on the obtainedinformation associated with the user. For example, in certainembodiments applications server 120 may be configured to use theartificial intelligence functionality described above to optimize thespeech-enabled intelligent script. Applications server 120 may beconfigured to modify the speech-enabled intelligent script prompts orquestions based on artificial intelligence self-learning and theinformation stored about previous call interactions. For instance, incertain embodiments if a user has previously interacted with aspeech-enabled intelligent script or other intelligent script,applications server 120 may be configured to use the artificialintelligence functionality to retrieve information about the previousinteraction, and use that information to optimize the flow for thecurrent call, such as verifying the user's demographic information,rather than prompting for it.

Applications server 120 may be configured to obtain at least one of theone or more of selections and data inputs from the user in response tothe dynamically generated at least one text-to-speech prompt.Applications server 120 may be configured to store the obtained one ormore selections and data inputs from the user in database server 126.For example, the collected information may be stored at database server126.

In certain embodiments, applications server 120 is configured to monitoran availability of one or more agents while the user is interacting withthe speech-enabled intelligent script. For example, applications server120 may be configured to maintain a listing of connected agents andcalls, and the skills associated with each agent. Applications server120 may be configured to determine that an agent is now available toanswer the call. Applications server 120 may be configured to instructsoftswitch server 122 to transfer the call to the agent that is nowavailable to answer the call. In certain embodiments, applicationsserver 120 may be configured to automatically instruct softswitch server122 to transfer the call to the agent that is now available to answerthe call when it is determined that the agent is now available. Incertain embodiments, applications server 120 may be configured to querythe user as to whether the user would prefer to be transferred from thespeech-enabled intelligent script to an available agent, and configuredto instruct softswitch server 122 to transfer the call to the agent thatis now available in response to an indication from the user that theuser desires to be transferred out of the speech-enabled intelligentscript.

In certain embodiments, applications server 120 is configured to monitora progress of the user through the speech-enabled intelligent script.Applications server 120 may be configured to send the one or more ofselections and data inputs obtained from the user and an indication ofthe progress of the user through the speech-enabled intelligent scriptto the agent that is now available to answer the call.

As noted above, applications server 120 may be coupled to operatorstations 108 via communication link 120 or via communication link 116and network 104. In certain embodiments, in particular, applicationsserver 120 may be coupled to a GUI of a host 112 of an operator station108. Applications server 120 may be configured to display, on the GUI, avisual representation of the speech-enabled intelligent script and anindication of the progress of the user through the speech enabledintelligent script. In certain embodiments, this may be achieved using ascript monitor panel. The script monitor panel may provide agents andadministrators with the ability to monitor calls in speech-enabledintelligent scripting. This advantageously enables an agent oradministrator to offer expert assistance or manually choose to route thecall to an agent if the user has any difficulties with any part of thespeech-enabled intelligent script.

In certain embodiments, the script monitor panel may be configured toshow current calls in progress and the current step in an intelligentscript, whether the user is interacting with a speech-enabled portion ofthe script, or an agent portion of the script. In certain embodiments,applications server 120 may be configured to use the script monitorpanel to offer suggestions and actions based on logic that is monitoringcurrent steps and input. In certain embodiments, the applications server(in tandem with resource server 124) is configured to employ logic thatis configured to look for certain keywords or utilize natural languagespeech recognition to look for phrases or general content.

In certain embodiments, applications server 120 may be configured todetermine, based on the one or more selections and data inputs obtainedfrom the user, a measurement of user satisfaction. For example,applications server 120 (alone or in combination with elements ofresource server 124, such as a speech recognition engine) may beconfigured to monitor the user's inflection, the words used during tocall, and/or other aspects of the interaction between a user and thespeech-enabled intelligent script. As noted above, resource server 124may be configured to use natural language speech recognition. In certainembodiments, applications server 120 may utilize the natural languagespeech recognition to detect user satisfaction. Based on the monitoredaspects of the call, applications server 120 may be configured todetermine the user's level of satisfaction with the user's interactionwith the speech-enabled intelligent script. Applications server 120 maybe configured to display, on the GUI of the host 112, a visualindication of the measurement of user satisfaction. For example, thescript monitor panel may reflect the satisfaction level as an image orother display, providing a visual indication of the current usersatisfaction.

In certain embodiments, applications server 120 may be configured todetermine that a user is to provide protected information (e.g.,protected health information or payment information). Applicationsserver 120 may determine that the user is to provide protectedinformation in any suitable manner. For example, certain portions of anintelligent script may be associated with an indicator that indicates toapplications server 120 that a portion of the script calls for the userto provide protected information. In some cases, the indication may bethat certain portions of an intelligent script are designated asspeech-enabled. Applications server 102 may be configured to instructsoftswitch server 122 to route the call from an agent to thespeech-enabled intelligent script in response to a determination thatthe calling party is to provide protected information. In certainembodiments, applications server 120 may be configured to obtain theprotected information from the calling party in response to the one ormore of pre-recorded prompts, voice menus, and text-to-speech prompts ofthe speech-enabled intelligent script. Applications server 120 may beconfigured to store the obtained protected information in databaseserver 126. Applications server 120 may be configured to mask theobtained protected information such that it cannot be viewed by theavailable agent. In certain embodiments, applications server 120 may beconfigured to instruct softswitch server 122 to route the call from thespeech-enabled intelligent script associated with the called number backto the available agent after obtaining the protected information.

In certain embodiments, service platform 106 may be configured toprovide speech-enabled scripting of post-call surveys. As describedabove, intelligent scripts involve agent interactions with users. Insome cases, it may be desirable to ask the user to take a post-callsurvey to assess their interaction with the agent. In certainembodiments, applications server 120 may be configured to usespeech-enabled intelligent scripts to route a user into a speech-enabledpost-call survey after the agent portion of the call is complete. Thesurvey may be in the form of a speech-enabled intelligent script thatasks the user a series of questions and gathers the responses. Incertain embodiments, applications server 120 may be configured to usethe responses for agent assessment as well as for call-relatedinformation that may influence future call routing (for example usingthe artificial intelligence functionality described above).

Although certain exemplary embodiments have been described above in thecontext of handling a telephone call received at a call center, thepresent disclosure is not limited to these example embodiments. Rather,the present disclosure contemplates that the various embodimentsdescribed herein may be applied to other forms of communication. Forexample, the various embodiments described herein may be applied tomultimedia communications (including, but not limited to, texting,chatting, and video communications). According to one exampleembodiment, the calling party may be a user attempting to establish acommunication session with an agent (e.g., an agent associated with ahost 112 described above) using one of the above-described exemplaryforms of multimedia communication or another suitable form ofcommunication. In such a scenario, the called number may be an IPaddress, uniform resource locator (URL) or other information used toestablish a multimedia communication session between the user and theagent. The communication session may be handled in accordance with theprinciples of the various embodiments described herein.

For instance, in certain embodiments a user of a client device 102 mayvisit a Web site associated with a company utilizing a call centerincluding service platform 106 described above. In some cases, the Website may include a “Contact Us” button or other suitable mechanism toenable the user to initiate a communication session with an agent (e.g.,via one of the forms of multimedia communication described above). As analternative, the Web site may include an automated prompt presented tothe user to enable the user to establish a communication session withthe agent (e.g., a chat, text, or video conversation). It should beunderstood, however, that other forms of establishing the communicationsession between the user of a client 102 and an agent may be used.

In certain embodiments, applications server 120 may be configured toreceive an indication that the user has attempted to establish acommunication with an agent. In certain embodiments, the indication maybe received in response to an input (e.g., from the user) indicatingthat the user desires to establish a communication with an agent (suchas the user selecting the “Contact Us” button or providing a suitableinput in response to the presented prompt). In certain embodiments, theindication received at applications server 120 may be received via webserver 128 of service platform 106. Applications server 120 may beconfigured to determine, in response to the received indication, whetherto route the communication to an available agent or to an intelligentscript and/or speech-enabled intelligent script (which may depend on thetype of communication requested by the user, as described in more detailbelow). In certain embodiments, applications server 120 may beconfigured to determine whether to route the communication to anavailable agent or to an intelligent script or speech-enabledintelligent script based on whether an agent is available. Additionallyor alternatively, applications server 120 may be configured to determinewhether to route the communication to an available agent or to anintelligent script or speech-enabled intelligent script based oninformation associated with the user (e.g., using the artificialintelligence functionality described above, which may be configured touse the information associated with the user to predict a preferredbehavior for the communication).

For example, applications server 120 may be configured to determinewhether an agent is available using one or more of the varioustechniques described herein (e.g., based on monitoring of agentavailability, skill table information, and/or any other suitableinformation) or another suitable means. Applications server 120 may beconfigured to route the communication to an available agent in responseto a determination that an agent is available to answer the call. Forexample, applications server 120 may be configured to establish theappropriate type of multimedia communication session between the userand an available agent. In certain embodiments, applications server 120may work in concert with one or more other elements of service platform106 to establish the appropriate type of communication between the userand agent (e.g., web server 128 and/or softswitch server 122). Onceestablished, the communication session may proceed as described above(and in more detail below, for example, in relation to FIGS. 2-4).

Applications server 120 may be configured to route the communication toan intelligent script or speech-enabled intelligent script in responseto a determination that an agent is not available to handle thecommunication. Whether the call is routed to the intelligent script orspeech-enabled intelligent script may depend on the type ofcommunication session. Applications server 120 may be configured todetermine the type of communication requested by the user and, based onthis determination, route the communication to either theintelligent-script or the speech-enabled intelligent script. Forexample, applications server 120 may be configured to route thecommunication to the intelligent script if the type of communication isdetermined to be text or chat. In such a scenario, applications server120 may be configured to present the prompts associated with theintelligent script to the user. As another example, applications server120 may be configured to route the communication to the speech-enabledintelligent script if the type of communication is determined to be avideo conversation. In certain embodiments, applications server 120 maywork in concert with one or more other elements of service platform 106to establish the appropriate type of communication between the user andagent (e.g., web server 128 and/or softswitch server 122). Onceestablished, the communication session may proceed as described above(and in more detail below, for example, in relation to FIGS. 2-4.

FIG. 2 is a flow diagram of an exemplary process for handling a callusing speech-enabled intelligent scripting, in accordance with certainembodiments. At block 202, the service platform receives an indicationthat a call from a calling party directed to a called number wasreceived. In certain embodiments, the call from the calling partydirected to the called number may be an incoming call from a user (e.g.,a user of a client 102 described above in relation to FIG. 1) to acalled number. In such a scenario, the called number may be associatedwith an individual or entity that the user (the calling party) isattempting to reach. For example, the called number may be associatedwith a call center established to handle calls directed to a particularcompany or other entity. In certain embodiments, the call from thecalling party directed to the called number may be an outbound call(e.g., from an automated outbound dialing system or an agent at anoperator station such as operator station 108 described above inrelation to FIG. 1) directed to a user (e.g., a user of a client 102described above in relation to FIG. 1). When the outbound call isconnected to the user, the service platform may receive an indicationthat the outbound call has been connected to allow the service platformto appropriately route the call.

The service platform may receive the indication in any suitable manner.In certain embodiments, the service platform may receive the indicationas described above in relation to FIG. 1. In other words, in certainembodiments a softswitch server of the service platform (e.g.,softswitch server 122 of service platform 106 described above inrelation to FIG. 1) may send an indication an applications server (e.g.,applications server 120 described above in relation to FIG. 1) that thecall from the calling party directed to the called number was received.

At block 204, the service platform executes a call behavior. Asdescribed above in relation to FIG. 1, the service platform may have ACDfunctionality (which may be provided by the applications server of theservice platform). One of the call behaviors may be to route the call tothe ACD. The ACD determines whether to route the call to an availableagent or to a speech-enabled intelligent script associated with one ofthe called number (e.g., in the case of an incoming call from the user)or the calling party (e.g., in the case of an outbound call to theuser). In certain embodiments, the ACD behavior has parameters withinone or more skill tables that define which agents are eligible to handlethe call. In certain embodiments, the ACD behavior may use skill groupassignments that define which agents are eligible to handle the call.

In certain embodiments, the ACD (or other functionality included at theapplications server of the service platform) may determine informationrelated to the call. As one example, a type of the call may bedetermined. The type of call may be determined in any suitable manner.For example, in certain embodiments the type of call may be determinedbased on information about the calling party, the called party, one ormore inputs or other data provided by the calling party, and/or anyother suitable information (such as information stored in a databaseserver of the service platform, such as database server 126 describedabove in relation to FIG. 1).

If at block 204 it is determined that an eligible agent is available,the process proceeds to block 206 where the call is routed to that agentand presented on their screen (e.g., on a GUI of a host, such as host112 described above in relation to FIG. 1). At this point, anintelligent script may be initiated. As described above, the intelligentscript presents an agent with questions and other input. In certainembodiments, the intelligent script (and/or the questions and otherinput included in the script) may be determined based on the call type.

At block 208, the agent prompts the caller (or the called party in thecase of an outbound call) with questions and other input based, forexample, on the intelligent script. At block 210, the agent entersresponses into the script. In certain embodiments, the steps at blocks208 and 210 may be repeated as the call progresses. At step 212, theintelligent script writes responses. In certain embodiments, theintelligent script may write responses into memory. The responseswritten to memory may be accessible to other scripts, including aspeech-enabled intelligent script such as the one described in moredetail below in relation to block 218. The responses written to memorymay be accessible to other elements of the service platform (such as,for example, application server 120 or resource server 124 describedabove in relation to FIG. 1). In certain embodiments, the intelligentscript may write responses to the database (such as a database indatabase server 126 described above in relation to FIG. 1). Theresponses written to the database may be accessible to other scripts,including a speech-enabled intelligent script such as the one describedin more detail below in relation to block 218. The responses written tothe database may be accessible to other elements of the service platform(such as, for example, application server 120 or resource server 124described above in relation to FIG. 1).

Although FIG. 2 illustrates an example embodiment in which the scriptwrites responses after the agent enters responses into the intelligentscript at step 210, the present disclosure is not limited to such anexample embodiment. In certain embodiments, the intelligent script maywrite a response to memory or the database each time the agent enters aresponse. In other words, in certain embodiments the intelligent scriptmay write responses to memory or to the database as the agent enters theresponses into the intelligent script.

At step 214, one or more messages may be dispatched by the intelligentscript. At step 216, the call ends.

Often times, however, no agent is available to answer the user's callimmediately. For example, the call may be received during peak loadtimes when the call center lacks the resources to handle every call itreceives. With prior approaches, these calls typically sit in a queuewaiting for an eligible agent to become available. In certainembodiments, the ACD behavior and skill table of the service platformmay have logic that assesses whether the call should wait in the queuefor an agent to become available, or whether the call should becomespeech-enabled. The logic may be configurable within the ACD behaviorand skill table for each call type. The logic may include one or morecriteria to assess whether the call should wait in the queue for anagent to become available, or whether the call should becomespeech-enabled (i.e., routed to a speech-enabled intelligent script).For example, in certain embodiments the one or more criteria may includeone or more of an expected wait time, a time of day, and agentavailability. In certain embodiments, the logic may determine whetherthe call should wait in the queue for an agent to become available, orwhether the call should become speech-enabled, based on informationabout previous call interactions of the user.

If at block 204 it is determined that an eligible agent is not availableand that the call should be routed to a speech-enabled intelligentscript, the process proceeds to block 218 where the call is routed to aspeech-enabled intelligent script. At block 220, the speech-enabledintelligent script presents the caller with questions and other inputbased on the speech-enabled branching defined within the speech-enabledintelligent script. In certain embodiments (and as illustrated in FIG.2), this may be accomplished using text-to-speech prompts. Additionallyor alternatively, pre-recorded prompts and/or voice menus may also beused. In certain embodiments, the speech-enabled intelligent script (ora section thereof) may include prompts and/or questions similar to thosein the intelligent script provided to the agent had one been available.In certain embodiments, the elements and/or actions of thespeech-enabled intelligent script may be the same as the intelligentscript provided to the agent. In some cases, the script prompts and/orquestions may be pre-configured. In other cases, the script promptsand/or questions may change dynamically based on previous callinteractions.

At block 222, the user (e.g., the calling party in the case of anincoming call routed to the service platform or the called party in thecase of an outbound call from the service platform) makes selections andinputs data (e.g., using DTMF entry or speech recognition entry) inresponse to the prompts or questions posed by the speech-enabledintelligent script. In certain embodiments (and as illustrated in FIG.2), the speech-enabled intelligent script may use speech-to-textfunctionality (which may, in certain embodiments, be provided by aresource server such as resource server 124 described above in relationto FIG. 1) to process the inputs provided by the user.

In certain embodiments, the service platform can continually monitor foran available agent while the user is being guided through thespeech-enabled intelligent script. In some cases, the service platformmay determine that an agent is now available to answer the call. If theservice platform determines that an agent is available to answer thecall, the process of FIG. 2 proceeds to block 224, where the intelligentscript writes responses. In certain embodiments, all (or at least aportion) of the information gathered by the speech-enabled intelligentscript up to the point that it was determined that an agent is nowavailable is preserved and presented to an agent. In certainembodiments, the speech-enabled intelligent script may write responsesinto memory. The responses written to memory may be accessible to otherscripts, including an intelligent script such as the one described abovein relation to blocks 206-212. The responses written to memory may beaccessible to other elements of the service platform (such as, forexample, application server 120 or resource server 124 described abovein relation to FIG. 1). In certain embodiments, the speech-enabledintelligent script may write responses to the database (such as adatabase in database server 126 described above in relation to FIG. 1).The responses written to the database may be accessible to otherscripts, including an intelligent script such as the one described abovein relation to blocks 206-212. The responses written to the database maybe accessible to other elements of the service platform (such as, forexample, application server 120 or resource server 124 described abovein relation to FIG. 1).

Although FIG. 2 illustrates an example embodiment in which thespeech-enabled intelligent script writes responses after the user makesselections and/or enters data at step 222, the present disclosure is notlimited to such an example embodiment. In certain embodiments, thespeech-enabled intelligent script may write a response to memory and/orthe database each time the user provides a response. In other words, incertain embodiments the speech-enabled intelligent script may writeresponses to memory and/or to the database as the users providesresponses.

In certain embodiments, the information gathered by the speech-enabledintelligent script may be populated (e.g., from memory or the database)into an intelligent script that is then presented to the agent (e.g., ona GUI of a host of an operator station, such as host 112 of an operatorstation 108 described above in relation to FIG. 1). This enables theagent to pick up right where the speech-enabled interaction has left offwhen, as depicted in FIG. 2, the process proceeds to block 208 and anagent takes over the call. In certain embodiments, all of theinformation gathered to this point by the speech-enabled intelligentscript, and/or the current step in the script, are preserved andpresented to the agent when the agent takes over the call at block 208.In this scenario, the process proceeds from block 208 to blocks 210,212, 214, and 216 as described above.

Often times, however, no agent may become available during the course ofthe call. In such a scenario, the caller remains connected to thespeech-enabled intelligent script for the duration of the call. Theprocess then proceeds to block 212 where the speech-enabled intelligentscript writes the responses provided by the caller to, for example,memory and/or a database (e.g., a database of database server 126 ofservice platform 106 described above in relation to FIG. 1). The processthen proceeds from block 212 to blocks 214 and 216, where one or moremessages may be dispatched by the speech-enabled intelligent script andthe call ends, respectively.

In certain embodiments, the service platform may provide agents andadministrators with the ability to monitor calls in speech-enabledintelligent scripting. In certain embodiments, this may be achievedusing a script monitor panel. The script monitor panel may be an elementpresented on a GUI of a host being used by an agent. The script monitorpanel may display information about the interaction between the caller(or the called party in the case of an outbound call) that mayadvantageously enable an agent or other party supervising the call toinfluence the handling of the call. This may advantageously enable anagent or administrator to offer expert assistance or manually choose toroute the call to an agent if the caller has any difficulties with anypart of the speech-enabled intelligent script.

Although the example embodiment of FIG. 2 has been described in thecontext of handling a call received at a call center, the presentdisclosure is not limited to this example embodiment. Rather, thepresent disclosure contemplates that the example embodiment of FIG. 2may be applied to other forms of communication, such as the multimediacommunications described above in relation to FIG. 1.

FIG. 3 is a flow diagram of another exemplary process for handling acall using speech-enabled intelligent scripting, in accordance withcertain embodiments. The process of FIG. 3 begins in an analogous mannerto that described above in relation to FIG. 2. More particularly, atblock 302, the service platform receives an indication that a call froma calling party directed to a called number was received. As describedabove in relation to FIG. 2, the call from the calling party directed tothe called number may be an incoming call initiated by a user (e.g., auser of a client 102 described above in relation to FIG. 1) to a callednumber that is routed to the service platform or an outbound call (e.g.,from an automated outbound dialing system or agent at an operatorstation such as operator station 108 described above in relation toFIG. 1) directed to the user (e.g., a user of a client 102) describedabove in relation to FIG. 1). The service platform may receive theindication in any suitable manner, such as in the manner described abovein relation to FIG. 2.

At block 304, the service platform executes a call behavior. Asdescribed above in relation to FIG. 2, the service platform may have ACDfunctionality (which may be provided by an applications server of theservice platform) that determines whether to route the call to anavailable agent or to a speech-enabled intelligent script associatedwith one of the called number (e.g., in the case of an incoming callfrom the user) or the calling party (e.g., in the case of an outboundcall to the user). At block 304, the ACD may use parameters within skilltables to determine whether an eligible agent is available to answer thecall as described above in relation to FIG. 2.

If at block 304 it is determined that an eligible agent is available,the process proceeds to block 306 where the call is routed to that agentand presented on their screen (e.g., on a GUI of a host, such as host112 described above in relation to FIG. 1). At this point, anintelligent script may be initiated. As described above, the intelligentscript presents an agent with questions and other input. In certainembodiments, the intelligent script (and/or the questions and otherinput included in the script) may be determined based on the call type.

In the example embodiment of FIG. 3, the process proceeds from block 306to block 308, where the service platform (e.g., an applications serverof the service platform, such as applications server 120 described abovein relation to FIG. 1) employs artificial intelligence to self-learn andadjust the logic as calls are processed. In certain embodiments,artificial intelligence may store information about each call (e.g., ina database of the service platform, such as database server 126described above in relation to FIG. 1). The artificial intelligencefunctionality may store any suitable information, including, forexample, information about previous agent interactions, agentexperience, call analytics, call duration, call disposition, and anyother suitable information. The artificial intelligence functionalitymay use that information to predict a preferred behavior for subsequentcalls. For example, in certain embodiments, if a caller has recentlyspoken to specific agent, the system may attempt to route the caller tothat same agent. As another example, in certain embodiments if a callerhas recently spoken to a specific agent, and specified a negativeexperience in a survey, the system may attempt to find an alternateagent.

After artificial intelligence is applied to optimize the intelligentscript at block 308, the process proceeds to block 310, where the agentprompts the caller (or the called party in the case of an outbound call)with questions and other input based, for example, on the optimizedintelligent script. At block 312, the agent enters responses into thescript. In certain embodiments, the steps at blocks 310 and 312 may berepeated as the call progresses.

At step 314, the intelligent script writes responses. In certainembodiments, the intelligent script may write responses into memory. Theresponses written to memory may be accessible to other scripts,including a speech-enabled intelligent script such as the one describedin more detail below in relation to blocks 320-324. The responseswritten to memory may be accessible to other elements of the serviceplatform (such as, for example, applications server 120 or resourceserver 124 described above in relation to FIG. 1). In certainembodiments, the intelligent script may write responses to the database(such as a database in database server 126 described above in relationto FIG. 1). The responses written to the database may be accessible toother scripts, including a speech-enabled intelligent script such as theone described in more detail below in relation to blocks 320-324. Theresponses written to the database may be accessible to other elements ofthe service platform (such as, for example, application server 120and/or resource server 124 described above in relation to FIG. 1).

Although FIG. 3 illustrates an example embodiment in which theintelligent script writes responses after the agent enters responsesinto the intelligent script at step 312, the present disclosure is notlimited to such an example embodiment. In certain embodiments, theintelligent script may write a response to memory and/or the databaseeach time the agent enters a response. In other words, in certainembodiments the intelligent script may write responses to memory and/orto the database as the agent enters the responses into the script.

At step 316, one or more messages may be dispatched by the intelligentscript. At step 318, the call ends.

As described above, however, often times no agent is available to answerthe user's call immediately. If at block 304 it is determined that aneligible agent is not available and that the call should be routed to aspeech-enabled intelligent script, the process proceeds to block 320where the call is routed to a speech-enabled intelligent script. Incertain embodiments, the speech-enabled intelligent script (or a sectionthereof) may include prompts and/or questions similar to those in theintelligent script provided to the agent had one been available. Incertain embodiments, the elements and/or actions of the speech-enabledintelligent script may be the same as the intelligent script provided tothe agent. In some cases, the script prompts and/or questions may bepre-configured. In other cases, the script prompts and/or questions maychange dynamically based on previous call interactions.

In the example embodiment of FIG. 3, the process then proceeds to block322, where the service platform (e.g., an applications server of theservice platform, such as applications server 120 described above inrelation to FIG. 1) employs artificial intelligence to optimize thespeech-enabled intelligent script. As described above, the serviceplatform may use artificial intelligence to self-learn and adjust thelogic as calls are processed. At block 322, the artificial intelligencefunctionality of the service platform uses stored information (e.g.,information about previous agent interactions, agent experience, callanalytics, call duration, call disposition, and any other suitableinformation) to optimize the speech-enabled intelligent script.

As noted above, speech-enabling the call (using a speech-enabledintelligent script) presents the caller with questions and other inputbased on the speech-enabled branching defined within the intelligentscript. In some cases, the script prompts or questions arepre-configured. In other cases, such as the example embodimentillustrated in FIG. 3, artificial intelligence functionality is employedat block 322 optimize the script prompts or questions. In the exampleembodiment of FIG. 3, for example, the artificial intelligencefunctionality dynamically changes the script prompts or questions basedon artificial intelligence self-learning and the information storedabout previous call interactions. For example, in certain embodiments ifa caller has previously interacted with a speech-enabled intelligentscript or other intelligent script, the artificial intelligencefunctionality may be used at block 322 to retrieve information about theprevious interaction, and use that information to optimize the flow forthe current call, such as verifying the demographic information of thecaller, rather than prompting for it.

Note that although the example embodiment of FIG. 3 illustrates the useof artificial intelligence functionality at particular points in theexemplary process of FIG. 3 (e.g., at blocks 308 and 322), this is forpurposes of example only and the present disclosure is not limited tothe example embodiment of FIG. 3. Rather, the present disclosurecontemplates that artificial intelligence functionality may be used atany suitable point during the process of handling a call usingspeech-enabled intelligent scripting. In particular, in certainembodiments artificial intelligence functionality may be employed inaddition to or as an alternative to the artificial intelligencefunctionality provided at blocks 308 and 322 in the exemplary embodimentof FIG. 3. For example, in certain embodiments artificial intelligencefunctionality may also be used to determine whether to route the call toan available agent or to a speech-enabled intelligent script at block304 (e.g., based on information associated with the user as describedabove in relation to FIG. 1).

After the speech-enabled intelligent script has been optimized at block322, the process proceeds to block 324, where the speech-enabledintelligent script presents the caller with questions and other inputbased on the speech-enabled branching defined within the intelligentscript. In certain embodiments (and as illustrated in FIG. 3), this maybe accomplished using text-to-speech prompts. Additionally oralternatively, pre-recorded prompts and/or voice menus may be used (forexample, as described above in relation to FIG. 2).

At block 326, the user (e.g., the calling party in the case of anincoming call routed to the service platform or the called party in thecase of an outbound call) makes selections and inputs data (e.g., usingDTMF entry or speech recognition entry) in response to the prompts orquestions posed by the speech-enabled intelligent script. In certainembodiments (and as illustrated in FIG. 3), the speech-enabledintelligent script may use speech-to-text functionality (which may, incertain embodiments, be provided by a resource server such as resourceserver 124 described above in relation to FIG. 1) to process the inputsprovided by the user.

As described above in relation to FIG. 2, the service platform cancontinually monitor for an available agent while the user is beingguided through the speech-enabled intelligent script. In some cases, theservice platform may determine that an agent is now available to answerthe call. If the service platform determines that an agent is availableto answer the call, the process of FIG. 3 proceeds to block 328, wherethe intelligent script writes responses. In certain embodiments, all (orat least a portion) of the information gathered by the speech-enabledintelligent script up to the point that it was determined that an agentis now available is preserved and presented to an agent. In certainembodiments, the speech-enabled intelligent script may write responsesinto memory. The responses written to memory may be accessible to otherscripts, including an intelligent script such as the one described abovein relation to blocks 306-310. The responses written to memory may beaccessible to other elements of the service platform (such as, forexample, application server 120 and/or resource server 124 describedabove in relation to FIG. 1). In certain embodiments, the speech-enabledintelligent script may write responses to the database (such as adatabase in database server 126 described above in relation to FIG. 1).The responses written to the database may be accessible to otherscripts, including an intelligent script such as the one described abovein relation to blocks 306-310. The responses written to the database maybe accessible to other elements of the service platform (such as, forexample, application server 120 or resource server 124 described abovein relation to FIG. 1).

Although FIG. 3 illustrates an example embodiment in which thespeech-enabled intelligent script writes responses after the user makesselections and/or enters data at step 326, the present disclosure is notlimited to such an example embodiment. In certain embodiments, thespeech-enabled intelligent script may write a response to memory or thedatabase each time the user provides a response. In other words, incertain embodiments the speech-enabled intelligent script may writeresponses to memory or to the database as the user provides responses.

In certain embodiments, the information gathered by the speech-enabledintelligent script may be populated (e.g., from memory or the database)into an intelligent script that is then presented to the agent (e.g., ona GUI of a host of an operator station, such as host 112 of an operatorstation 108 described above in relation to FIG. 1). This enables theagent to pick up right where the speech-enabled interaction has left offwhen, as depicted in FIG. 3, the process proceeds to block 310 and anagent takes over the call. In certain embodiments, all of theinformation gathered to this point by the speech-enabled intelligentscript, and/or the current step in the script, are preserved andpresented to the agent when the agent takes over the call at block 310.In this scenario, the process proceeds from block 310 to blocks 312,314, 316, and 318 as described above.

Often times, however, no agent may become available during the course ofthe call. In such a scenario, the caller remains connected to thespeech-enabled intelligent script for the duration of the call. In sucha scenario, from block 326 the process proceeds to block 314 where thespeech-enabled intelligent script writes the responses provided by thecaller to, for example, memory and/or a database (e.g., a database ofdatabase server 126 of service platform 106 described above in relationto FIG. 1). The process then proceeds from block 314 to blocks 316 and318, where one or more messages may be dispatched by the speech-enabledintelligent script and the call ends, respectively, as described above.

In certain embodiments, the service platform may provide agents andadministrators with the ability to monitor calls in speech-enabledintelligent scripting using the script monitor panel as described abovein relation to FIG. 2.

Although the example embodiment of FIG. 3 has been described in thecontext of handling a call received at a call center, the presentdisclosure is not limited to this example embodiment. Rather, thepresent disclosure contemplates that the example embodiment of FIG. 3may be applied to other forms of communication, such as the multimediacommunications described above in relation to FIG. 1.

FIG. 4 is a flow diagram of another exemplary process for handling acall using speech-enabled intelligent scripting, in accordance withcertain embodiments. The process begins at step 402, where an agent isconnected to a call. Similar to FIGS. 2 and 3 described above, the callmay be an incoming call initiated by a user (e.g., a user of a client102 described above in relation to FIG. 1) to a called number that isrouted to the service platform or an outbound call (e.g., from anautomated outbound dialing function or an agent at an operator stationsuch as operator station 108 described above in relation to FIG. 1)directed to a user (e.g., a user of a client 102) described above inrelation to FIG. 1). In certain embodiments, the call may be routed tothe agent by the service platform as described above in relation toblocks 202, 204, and 206 of FIG. 2 and blocks 302, 304, and 306 in FIG.3. In certain embodiments, the call may have been originally routed to aspeech-enabled intelligent script and been routed to the agent once theagent became available during the course of the call as described abovein relation to blocks 222, 224, and 208 of FIG. 2 and blocks 326, 328,and 310 of FIG. 3.

At block 404, an intelligent script may be initiated. As describedabove, the intelligent script presents an agent with questions and otherinput. The agent prompts the caller (or the called party in the case ofan outbound call) with questions and other input based, for example, onthe intelligent script. The agent enters responses into the intelligentscript.

Intelligent scripts may be used in a variety of scenarios, includingthose in which the caller or called party (in the case of an outboundcall from a call center) may need to provide protected information. Forexample, intelligent scripts may be used to interact with healthcarepatients. Interaction with healthcare patients often requires gatheringof protected health information (PHI). PHI is protected under theHealthcare Insurance Portability and Accountability Act (HIPAA). Asanother example, intelligent scripts may be used to interact withcustomers who require payment processing. Interaction with paymentprocessing is protected by Payment Card Industry (PCI) compliancerequirements. PCI compliance ensures that credit card and otherfinancial information is secure and protected. One of the advantages ofspeech-enabled intelligent scripting is that the protected informationinteraction can be speech-enabled, enabling the caller to provide theprotected information without speaking to a call center agent. Thisadvantageously improves the security of the protected information.

At block 406, the agent reaches a point in the intelligent script thatrequires the caller to provide protected information (e.g., PHI or PCI).The process proceeds to block 408, where the intelligent script branchesto allow the caller privacy to input the protected information using aspeech-enabled intelligent script. At block 410, the intelligent scriptwrites the initial responses received from the caller (e.g., into memoryor a database as described above in relation to FIGS. 2 and 3). At block412, the call is routed from the agent to a speech-enabled intelligentscript.

At block 414, the speech-enabled intelligent script presents the callerwith questions and other input based on the speech-enabled branchingdefined within the intelligent script. As described above in relation toFIGS. 2 and 3, this may be accomplished using text-to-speech prompts,pre-recorded prompts and/or voice menus. In the example embodiment ofFIG. 4, the questions relate to the protected information to be providedby the user. At block 326, the user (e.g., the calling party in the caseof an incoming call routed to the service platform or the called partyin the case of an outbound call) makes selections and inputs data (e.g.,using DTMF entry or speech recognition entry) in response to the promptsor questions posed by the speech-enabled intelligent script. In certainembodiments (and as illustrated in FIG. 4), the speech-enabledintelligent script may use speech-to-text functionality (which may, incertain embodiments, be provided by a resource server such as resourceserver 124 described above in relation to FIG. 1) to process the inputsprovided by the user. In the example embodiment of FIG. 4, the inputsrelate to protected information.

After the user has provided the protected information at block 416, theprocess proceeds to block 418, where the speech-enabled intelligentscript writes the responses provided by the caller (e.g., to memory orto a database as described above in relation to FIGS. 2 and 3). At block420, the call is routed from the speech-enabled intelligent script backto the agent. In certain embodiments, the protected information can behidden from the agent, ensuring that the information remains secure. Forexample, in certain embodiments the intelligent script can mask anyprotected information content that has been gathered in thespeech-enabled portion of the intelligent script so it is not viewableby the call center agent.

Optionally, at block 422, the process of routing the call to aspeech-enabled intelligent script may be repeated as needed to obtainadditional protected information. In such a scenario, the call is routedto a speech-enabled intelligent script to obtain the protectedinformation and then routed back to the agent as described above.

Although FIG. 4 illustrates one example embodiment for obtainingprotected information from a user through a speech-enabled intelligentscript, this is for purposes of example only. The present disclosurecontemplates that speech-enabling of the questions and inputs related toprotected information can be established at any point in the intelligentscript. For example, in certain embodiments the script could start withthe questions and input related to protected information and then routethe caller to an available agent. As another example, in certainembodiments an agent could start with non-PHI processing and then routethe call into the speech-enabled intelligent script to obtain protectedinformation from the user.

Once all protected information has been obtained from the user, theprocess proceeds to block 424 where the intelligent script writesresponses (e.g., to memory or to the database as described above inrelation to FIGS. 2 and 3). At step 426, one or more messages may bedispatched by the intelligent script. At step 428, the call ends.

Although the example embodiment of FIG. 4 has been described in thecontext of handling a call received at a call center, the presentdisclosure is not limited to this example embodiment. Rather, thepresent disclosure contemplates that the example embodiment of FIG. 3may be applied to other forms of communication, such as the multimediacommunications described above in relation to FIG. 1.

FIG. 5 is a flowchart of a method 500, in accordance with certainembodiments. Method 500 begins at step 502, where an indication isreceived that a call from a calling party directed to a called numberwas received.

At step 504, in response to the indication that the call was received,it is determined whether to route the call to an available agent or to aspeech-enabled intelligent script associated with one of the callednumber or the calling party.

At step 506, the call is routed, based on the determination, to eitherthe available agent or the speech-enabled intelligent script, thespeech-enabled intelligent script configured to guide a user on the callthrough the speech-enabled intelligent script using one or more ofpre-recorded prompts, voice menus, and text-to-speech prompts.

In certain embodiments, determining whether to route the call to theavailable agent or to the speech-enabled intelligent script may comprisedetermining whether an agent is available to answer the call. Routingthe call based on the determination may comprise routing the call basedon the determination of whether an agent is available to answer thecall.

In certain embodiments, the method may comprise routing the call to thespeech-enabled intelligent script in response to a determination thatthe agent is not available to answer the call. The method may compriseobtaining one or more of selections and data inputs from the user inresponse to the one or more of pre-recorded prompts, voice menus, andtext-to-speech prompts of the speech-enabled intelligent script. Themethod may comprise monitoring a progress of the user through thespeech-enabled intelligent script.

In certain embodiments, the method may comprise obtaining informationassociated with the user from a database. The method may comprisedynamically generating at least one text-to-speech prompt of thespeech-enabled intelligent script based on the obtained informationassociated with the user. In certain embodiments, at least one of theone or more of selections and data inputs from the user may be obtainedin response to the dynamically generated at least one text-to-speechprompt.

In certain embodiments, the method may comprise storing the obtained oneor more selections and data inputs from the user in a databasecommunicatively coupled to the applications server.

In certain embodiments, the method may comprise monitoring anavailability of one or more agents while the user is interacting withthe speech-enabled intelligent script. The method may comprisedetermining that an agent is now available to answer the call. Themethod may comprise routing the call to an agent that is now availableto answer the call. The method may comprise sending the one or more ofselections and data inputs obtained from the user and an indication ofthe progress of the user through the speech-enabled intelligent scriptto the agent that is now available to answer the call.

In certain embodiments, the method may comprise routing the call to theavailable agent in response to a determination that the agent isavailable to answer the call. The method may comprise determining thatthe user is to provide protected information. The method may compriserouting the call from the available agent to the speech-enabledintelligent script in response to a determination that the user is toprovide protected information. In certain embodiments, thespeech-enabled intelligent script (or a section thereof) may includeprompts and/or questions similar to those in an intelligent scriptprovided to the agent had one been available. In certain embodiments,the elements and/or actions of the speech-enabled intelligent script maybe the same as the intelligent script provided to the agent. In somecases, the script prompts and/or questions may be pre-configured. Inother cases, the script prompts and/or questions may change dynamicallybased on previous call interactions.

In certain embodiments, the method may comprise obtaining the protectedinformation from the user in response to the one or more of pre-recordedprompts, voice menus, and text-to-speech prompts of the speech-enabledintelligent script. The method may comprise storing the obtainedprotected information in a database communicatively coupled to theapplications server. The method may comprise routing the call from thespeech-enabled intelligent script back to the available agent afterobtaining the protected information. The method may comprise masking theobtained protected information such that it cannot be viewed by theavailable agent.

FIG. 6 is a flowchart of a method 600, in accordance with certainembodiments. Method 600 begins at step 602, where an indication isreceived that a call from a calling party directed to a called numberwas received.

At step 604, in response to the indication that the call was received,it is determined that an agent is available to answer the call. At step606, the call is routed to the available agent in response to thedetermination that an agent is available to answer the call. At step608, it is determined that the calling party is to provide protectedinformation.

At step 610, the call is routed from the available agent to aspeech-enabled intelligent script associated with the called number inresponse to the determination that the calling party is to provideprotected information. The speech-enabled intelligent script isconfigured to guide the calling party through the speech-enabledintelligent script using one or more of pre-recorded prompts, voicemenus, and text-to-speech prompts.

In certain embodiments, the method may comprise obtaining the protectedinformation from the calling party in response to the one or more ofpre-recorded prompts, voice menus, and text-to-speech prompts of thespeech-enabled intelligent script. The method may comprise routing thecall from the speech-enabled intelligent script associated with thecalled number back to the available agent after obtaining the protectedinformation. The method may comprise masking the obtained protectedinformation such that it cannot be viewed by the available agent.

In certain embodiments, the method may comprise storing informationassociated with the calling party in a database. The method may comprisedynamically generating at least one text-to-speech prompt of thespeech-enabled intelligent script based on the obtained informationassociated with the calling party.

In certain embodiments, a computer readable storage medium, computerprogram, or computer program product comprises instructions which whenexecuted on a computer perform any of the embodiments disclosed herein.In certain embodiments, the instructions are carried on a signal orcarrier and are executable on a computer and when executed perform anyof the embodiments disclosed herein.

Modifications, additions, or omissions may be made to the systems andapparatuses described herein without departing from the scope of thedisclosure. The components of the systems and apparatuses may beintegrated or separated. Moreover, the operations of the systems andapparatuses may be performed by more, fewer, or other components.Additionally, operations of the systems and apparatuses may be performedusing any suitable logic comprising software, hardware, and/or otherlogic. As used in this document, “each” refers to each member of a setor each member of a subset of a set.

Modifications, additions, or omissions may be made to the methodsdescribed herein without departing from the scope of the disclosure. Themethods may include more, fewer, or other steps. Additionally, steps maybe performed in any suitable order.

Although this disclosure has been described in terms of certainembodiments, alterations and permutations of the embodiments will beapparent to those skilled in the art. Accordingly, the above descriptionof the embodiments does not constrain this disclosure. Other changes,substitutions, and alterations are possible without departing from thespirit and scope of this disclosure, as defined by the following claims.

The invention claimed is:
 1. A system, comprising: an applicationsserver configured to communicatively couple to a softswitch, a resourceserver comprising a speech-recognition engine, and a database, theapplications server configured to: receive, from the softswitch, anindication that a call from a calling party directed to a called numberwas received; determine, in response to the indication that the call wasreceived, whether an agent is available to answer the call; prior torouting the call, determine, based at least in part on the determinationof whether an agent is available to answer the call, whether to routethe call to an available agent determined from a plurality of agentsassociated with a call center or to a speech-enabled intelligent scriptassociated with one of the called number or the calling party; instructthe softswitch to route the call to the speech-enabled intelligentscript in response to a determination that no agent is available toanswer the call, the speech-enabled intelligent script configured toguide a user on the call through the speech-enabled intelligent scriptusing one or more of pre-recorded prompts, voice menus, andtext-to-speech prompts; instruct the softswitch to route the call to theavailable agent in response to a determination that an agent isavailable to answer the call; obtain, using the speech recognitionengine of the resource server, one or more of selections and data inputsfrom the user in response to the one or more of pre-recorded prompts,voice menus, and text-to-speech prompts of the speech-enabledintelligent script; monitor an availability of one or more agents whilethe user is interacting with the speech-enabled intelligent script;determine that an agent is now available to answer the call; instructthe softswitch to transfer the call to the agent that is now availableto answer the call; and send the one or more of selections and datainputs obtained from the user and an indication of the progress of theuser through the speech-enabled intelligent script to the agent that isnow available to answer the call.
 2. The system of claim 1, wherein theapplications server is configured to: monitor a progress of the userthrough the speech-enabled intelligent script.
 3. The system of claim 2,wherein the applications server is configured to: obtain informationassociated with the user from the database; dynamically generate atleast one text-to-speech prompt of the speech-enabled intelligent scriptbased on the obtained information associated with the user; and obtainat least one of the one or more of selections and data inputs from theuser in response to the dynamically generated at least onetext-to-speech prompt.
 4. The system of claim 2, wherein theapplications server is configured to store the obtained one or moreselections and data inputs from the user in the database.
 5. The systemof claim 1, wherein: the applications server is configured tocommunicatively couple to a graphical user interface; and theapplications server is configured to display, on the graphical userinterface, a visual representation of the speech-enabled intelligentscript and an indication of the progress of the user through the speechenabled script.
 6. The system of claim 5, wherein the applicationsserver is configured to: determine, based on the one or more selectionsand data inputs obtained from the user, a measurement of usersatisfaction; and display, on the graphical user interface, a visualindication of the measurement of user satisfaction.
 7. The system ofclaim 1, wherein the applications server is configured to: determinethat the user is to provide protected information; and instruct thesoftswitch to route the call from the available agent to thespeech-enabled intelligent script in response to the determination thatthe user is to provide protected information.
 8. The system of claim 7,wherein the applications server is configured to: obtain the protectedinformation from the user in response to the one or more of pre-recordedprompts, voice menus, and text-to-speech prompts of the speech-enabledintelligent script; store the obtained protected information in thedatabase; mask the obtained protected information such that it cannot beviewed by the available agent; and instruct the softswitch to route thecall from the speech-enabled intelligent script back to the availableagent after obtaining the protected information.
 9. The system of claim1, wherein the applications server is configured to: determine whetherto route the call to the available agent or to the speech-enabledintelligent script also based on information associated with one or moreprevious calls made by the user.
 10. A method, comprising: receiving anindication that a call from a calling party directed to a called numberwas received; determining, in response to the indication that the callwas received, whether an agent is available to answer the call; prior torouting the call, determine, based at least in part on the determinationof whether an agent is available to answer the call, whether to routethe call to an available agent determined from a plurality of agentsassociated with a call center or to a speech-enabled intelligent scriptassociated with one of the called number or the calling party; androuting the call, based on the determination of whether to route thecall to an available agent or to a speech-enabled intelligent script, toeither the available agent or the speech-enabled intelligent script, thespeech-enabled intelligent script configured to guide a user on the callthrough the speech-enabled intelligent script using one or more ofpre-recorded prompts, voice menus, and text-to-speech prompts.
 11. Themethod of claim 10, comprising: routing the call to the speech-enabledintelligent script in response to a determination that no agent isavailable to answer the call; obtaining one or more of selections anddata inputs from the user in response to the one or more of pre-recordedprompts, voice menus, and text-to-speech prompts of the speech-enabledintelligent script; and monitoring a progress of the user through thespeech-enabled intelligent script.
 12. The method of claim 11, furthercomprising: obtaining information associated with the user from adatabase; dynamically generating at least one text-to-speech prompt ofthe speech-enabled intelligent script based on the obtained informationassociated with the user; and wherein at least one of the one or more ofselections and data inputs from the user are obtained in response to thedynamically generated at least one text-to-speech prompt.
 13. The methodof claim 11, further comprising storing the obtained one or moreselections and data inputs from the user in a database communicativelycoupled to the applications server.
 14. The method of claim 11,comprising: monitoring an availability of one or more agents while theuser is interacting with the speech-enabled intelligent script;determining that an agent is now available to answer the call; routingthe call to an agent that is now available to answer the call; andsending the one or more of selections and data inputs obtained from theuser and an indication of the progress of the user through thespeech-enabled intelligent script to the agent that is now available toanswer the call.
 15. The method of claim 10, comprising: routing thecall to the available agent in response to a determination that theagent is available to answer the call; determining that the user is toprovide protected information; and routing the call from the availableagent to the speech-enabled intelligent script in response to adetermination that the user is to provide protected information.
 16. Themethod of claim 15, comprising: obtaining the protected information fromthe user in response to the one or more of pre-recorded prompts, voicemenus, and text-to-speech prompts of the speech-enabled intelligentscript; storing the obtained protected information in a databasecommunicatively coupled to the applications server; routing the callfrom the speech-enabled intelligent script back to the available agentafter obtaining the protected information; and masking the obtainedprotected information such that it cannot be viewed by the availableagent.
 17. A method, comprising: receiving an indication that a callfrom a calling party directed to a called number was received;determining, in response to the indication that the call was received,whether an agent is available to answer the call; prior to routing thecall, determine, based at least in part on the determination of whetheran agent is available to answer the call, whether to route the call toan available agent determined from a plurality of agents associated witha call center or to a speech-enabled intelligent script associated withthe called number; in response to determining that an agent is availableto answer the call, routing the call to the available agents;determining that the calling party is to provide protected information;and routing the call from the available agent to the speech-enabledintelligent script associated with the called number in response to thedetermination that the calling party is to provide protectedinformation, the speech-enabled intelligent script configured to guidethe calling party through the speech-enabled intelligent script usingone or more of pre-recorded prompts, voice menus, and text-to-speechprompts.
 18. The method of claim 17, comprising: obtaining the protectedinformation from the calling party in response to the one or more ofpre-recorded prompts, voice menus, and text-to-speech prompts of thespeech-enabled intelligent script; routing the call from thespeech-enabled intelligent script associated with the called number backto the available agent after obtaining the protected information; andmasking the obtained protected information such that it cannot be viewedby the available agent.
 19. The method of claim 17, further comprising:storing information associated with the calling party in a database; anddynamically generating at least one text-to-speech prompt of thespeech-enabled intelligent script based on the obtained informationassociated with the calling party.